Biscayne Hospitality, a custom manufacturer of furniture, cabinetry and soft seating for the hospitality industry, has completed an in-depth customer survey. The one-on-one phone interview question and answer session was facilitated by GBG & Associates, Inc. (San Diego, CA). It revealed consistently high ratings in problem solving, expertise and cost effectiveness.
According to Javed Bhaghani, Biscayne Hospitality, the survey was initiated to primarily “listen to our customers and ascertain whether the services we are providing met their needs. We were pleased to find the reinforcement in that we are surpassing expectations in many areas and regarded as experts in our niche. The worst thing that anybody said about us was that we ‘communicate too much!’”
Questions posed by the interviewer regarded timeliness, budget sensitivity, innovative solutions, precision, communication, competence, friendliness and expertise. In a rating system of 1-5, with 5 being the highest, Biscayne scored primarily “4’s and 5’s” across the board. In the area of “experts in the field” 50% of the Southern California Company customers rated them with top honors while the other 50% scored them at the number 4. The highest ratings came in the area of being solutions oriented.
“We like the collaborative approach,” says Bhaghani. “We can save headaches down the road and money from the beginning if we are involved with the team working on the project from the architect/designer all the way to housekeeping. If we take into account everyone’s needs and suggestions, we can come up with creative ways to provide solutions.
“Our biggest challenge has been the perception of exactly what our company provides,” said Mahmoud Mostafa, Bhaghani’s partner. “We are not a case good purchasing company. Our factories have the capability to manufacture almost any type of custom furniture to meet the specific needs of our clients.
The survey supports the fact that our business processes are geared towards deeply understanding our clients’ needs and objectives. We are proud that our clients agree that our project management process ensures close collaboration and communication with our clients as well as seamless end-to-end delivery of the products and services with accuracy and timeliness.”
A member of the American Resort Development Association Construction and Design Council, Biscayne’s clients include Shell Vacation Club, Aston Resorts (Hawaii), Diamond Resorts, Welk Resorts, Vacation Internationale to name a few. For more information visit the Biscayne Hospitality website at www.biscaynehospitality.com
